Formal Complaint Regarding Misrepresentation by Staff Member Good day, Mr Clement Mulenga

Formal Complaint Regarding Misrepresentation by Staff Member Good day, Mr Clement Mulenga

On 11 June 2025, I visited Planet Fitness and had a consultation with Mr Andrew Nkunika, also known as “Gift”. During our discussion, I requested a 7-day free trial, as advertised on the Planet Fitness website for new members. My intention was simply to accompany my son, who is already a member, to share in a Father/Son bonding experience. I am an experienced gymgoer but no longer train actively due to having suffered a stroke.

Despite explaining this, Mr Nkunika offered me a “Free Month” membership for R50, explaining that the fee was only to reactivate my previous membership tag. He requested my banking details and asked me to sign on a digital device. I specifically asked what I was signing, and he assured me multiple times that I would not be charged and that it was purely to activate the trial.

To my surprise, I received a call the next day (12 June 2025) from Mr Bulelani Kishnah, who informed me that I had in fact been signed up for a full membership—despite Mr Nkunika’s repeated assurances that this was not the case.

Fortunately, Mr Kishnah immediately assisted and arranged a joint call with Mr Arthur Lukhele from Customer Service (Reference: PFQ-428835), during which we proceeded to cancel the membership.

I am now formally lodging a complaint regarding Mr Nkunika’s conduct. I request a meeting with you, Mr Kishnah, and Mr Nkunika to address this matter. If it is confirmed that Mr Nkunika misrepresented the nature of the agreement and deliberately misled me, I insist that appropriate disciplinary action be taken. This incident goes beyond poor service—it was a clear act of deception.

I emphasised several times that I did not want to sign up for a membership, and I was repeatedly assured otherwise. This behaviour appears to have been intentional, and I believe it constitutes misconduct of a very serious nature.

Should this not be resolved adequately, I will not hesitate to escalate the matter further, including making it public.